Contact Center Representative

Planned Parenthood Northern California (PPNorCal) is seeking a Contact Center Representative I for our Concord call center. This role is full-time, 40 hours per week. PPNorCal provides a comprehensive benefits package including 100% employer paid medical insurance for the employee, 50% employer paid medical insurance for dependent children, dental and vision coverage, employer paid life and long-term disability insurance, 15 days of paid time off to start, 10 paid holidays, and a 403(b) retirement plan with 4% employer match.

This position is currently represented by SEIU Local 1021.

APPLICATION INSTRUCTIONS: After review of your application, resume and qualifications, you may be invited to the next phase of the selection process, which includes a pre-recorded video interview, responding to screening questions. If you are being invited to do the video interview, you will receive an email and text with the video platform link and will have 5 days to complete this video interview.

SUMMARY

PPNorCal Contact Center Representative, Level 1, is the first point of contact for patients and other individuals reaching out to PPNorCal by telephone and other modes. Contact Center Representatives provide excellent customer service, ensure that callers are correctly routed, obtain and update registration and insurance information, schedule appointments appropriately, provide first-call resolution, address complaints, and support an efficient and effective patient contact experience.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Log in and be ready to receive or make calls as directed by the staff schedule.
• Receive, manage, and direct calls in accordance with call management scheduling guidelines.
• Give full attention to caller. Demonstrate promptness and show initiative in responding to caller.
• Be empathetic and sensitive to the unique needs of each customer. Provide explanations that are appropriate to the customer’s level of understanding and knowledge.
• Route calls to appropriate department for continued assistance as necessary.
• Communicate requests and respond accurately using the appropriate procedures for contacting health centers and health center staff. Maintain thorough knowledge and understanding of the PPNorCal organization in order to answer questions and direct calls correctly and appropriately.
• Take complete messages that are detailed, concise, spelled accurately, and utilize correct medical terminology.
• Complete full registration for new patients and indicate insurance verification.
• Review and update patient demographics, eligibility, insurance information, and appointment location. Take appropriate actions to update changes identified.
• Assist patient to schedule, reschedule, and cancel medical appointments.
• Provide account information as requested.
• Maintain average call time as defined by call management guidelines
• Maintain average call volume as defined by call management guidelines
• Follow organizational guidelines for appropriate electronic communication with patients.
• Initiate calls and electronic messages with patients and customers as needed. Communication may include but is not limited to: appointment confirmations, pre-registration tasks, sending patient materials and documents, responding to patient questions and requests using electronic methods.
• Maintain knowledge of and utilize scheduling downtime procedure.
• Maintain workstation in a safe condition for self and others. This may include but not limited to adjusting workstation for proper chair height and alignment.
• Complete quality assurance monitoring tools as specified for the department.
• Active participation in the advancement of PPNorCal’s Diversity, Equity, and Inclusion commitment.
• Be capable of working in a busy environment, handling multiple tasks simultaneously without compromising accuracy, attention to detail, and courtesy and respect to patients and staff.

QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• EDUCATION and/or EXPERIENCE
• High School diploma or equivalent education required.
• Previous experience in a call center or contact center environment required.
• One year of experience as a receptionist in a medical office preferred.
• Two years of medical office experience or medical terminology course or training program preferred.
• Ability to work calmly, efficiently and represent the organization with a high degree of professionalism.
• Excellent customer service, problem solving, judgment, organizational and communication skills.
• Ability to multi-task and to work independently and as a member of the team.
• Bilingual in English and Spanish required.
• Ability to support the provision of reproductive healthcare services to socioeconomically diverse populations with cultural humility.
• Ability to support the provision of reproductive health care services with a non-judgmental, patient-centered approach.
• EPIC EHR experience preferred.

LANGUAGE SKILLS

Ability to read and interpret documents such as scheduling protocols, safety rules, operating and maintenance instructions, and procedure manuals. Ability to document in electronic medical record concisely, accurately, and according to PPNorCal protocols.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

REASONING ABILITY

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

COMPUTER SKILLS

To perform this job successfully, an individual should have knowledge of basic keyboarding, internet access and email systems.

PROTECTED HEALTH INFORMATION (PHI) ACCESS REQUIREMENT

As required for patient treatment and health care operations.

CERTIFICATES, LICENSES, REGISTRATIONS

Administrative Medical Assistant certificate preferred but not required.

Pay Range: Planned Parenthood Northern California (PPNorCal) supports California’s new law (SB 1162) enhancing pay transparency. This new law requires employers with 15 or more employees to include a pay range in job postings. The pay range reflects the compensation that a new employee can expect to receive if offered employment. Employees with more experience, education, and other qualifying factors may be compensated at a higher rate of pay. The entry pay rate for this position is: $23 per hour

Planned Parenthood Northern California is an equal opportunity employer and works affirmatively to include diversity among its staff and does not discriminate on the basis of race, color, ethnicity, religion, sex, gender identity, sexual orientation, national origin, age, disability, income, marital status, or any other irrelevant dimension of diversity. PPNorCal values collaboration between employees of diverse backgrounds and experiences.

We provide healthcare and education services to 137,000 adults and youth every year at 17 health centers located throughout 20 Northern California counties. Planned Parenthood Northern California offers high-quality, affordable health care to all, regardless of income, insurance, or immigration status. We care. No matter what

Our experienced and caring medical staff gives each patient honest information and personal attention. We provide a full range of services, including birth control, breast exams, cancer screenings, medication and in-clinic abortion, pregnancy testing and counseling, prenatal care, PrEP, and nPEP to prevent HIV infection, STD screening and treatment, vasectomy and infertility services, gender-affirming hormone therapy, and more.